Royal Garden Hotel

The location was excellent, which is why we chose the hotel, but the stay didn't live up to what we'd expect from somewhere of this calibre. We'd previously stayed at The Rubens at the Palace and other five-star London hotels, and this one fell short in service and standards. We probably wouldn't choose it again. The room was clean and adequate, but small and limited in facilities. For two people, the amenities felt sparse: one bar of soap, one bath towel each, and no extra pillows. The toilet flush was weak and the shower pressure poor, which affected our comfort. Reception also felt disorganised and poorly managed. We paid for the room at check-in and provided the required authorisation hold. Even so, our visit to the Piano Bar was disappointing. After dinner, as we were leaving, a waiter stopped my elderly father and loudly told him there wasn't enough credit on the room to charge the bill. The hotel requires a £50 per night hold, so it's unclear what that is for if restaurant charges can't be added. Service at the Piano Bar was erratic even though there were only six customers and four staff. The whole situation was embarrassing.

The location made getting around London easy, and the hotel itself helped make our visit feel special. My wife and I were welcomed warmly by everyone from arrival through checkout. Our room was spotless and comfortable, and dinner came with friendly, top-notch service. I’d also had great communication with the hotel before we arrived. Kasia was especially helpful in arranging a memorable birthday visit for my wife. Diolch.

I was there for nine nights for a trip and conference, and the staff made it all feel easy. The room was clean every day, and everyone from the greeter and concierge to the conference catering team was attentive and kind. After a long flight, I was surprised to find my room ready when I arrived that first morning. They greeted me so warmly and offered sparkling water, which was a lovely start. Vyan brought me coffee each morning and asked how my day was going. She was so genuine and kind, and her warmth made the stay feel personal. I can’t thank everyone enough for making my London trip so comfortable and memorable.

The standout this time was how they handled the cash I’d accidentally left in my room safe. I didn’t realize until nearly a day later, and after hearing so many stories about things going missing from hotel safes, I’d assumed it was gone. Prakash and Kiril from security had it sorted within minutes and passed it to accounts. Today they gave it back to me in a sealed, numbered bag in a private room. Everything was handled by the book and with real professionalism. I stay here often because the service and view are hard to beat at this price in London. Reception is always friendly and warm, the concierge is on top of things, and breakfast and in-room dining have restaurant quality food and presentation. The whole place is consistently clean and well maintained. I still haven’t tried the restaurant because it’s always booked up when I visit, so book early. Thanks, everyone. Hope to see you soon.